Job description for Service Desk at PT Kairos Utama Indonesia
Role Responsibilities
- Receive, log, categorize, and prioritize user incidents and service requests through various communication channels (phone, email, chat, or ticketing system).
- Provide first-level technical support and troubleshoot hardware, software, network, and system-related issues.
- Escalate unresolved issues to the appropriate support teams while ensuring proper follow-up until closure.
- Monitor ticket progress and ensure compliance with Service Level Agreements (SLA).
- Communicate effectively with users by providing clear updates, guidance, and resolution status.
- Maintain accurate documentation of incidents, solutions, and knowledge base articles.
- Coordinate with internal IT teams and external vendors to resolve complex technical issues.
- Identify recurring issues and provide recommendations for service improvement.
- Ensure a positive customer experience by demonstrating professionalism, empathy, and excellent communication skills.
- Support continuous improvement initiatives within the Shared Service Center.
Role Requirements
- Strong understanding of IT Service Management (ITSM) processes, including Incident, Request, and Problem Management.
- Knowledge of ticketing tools (e.g., ServiceNow, Jira, Remedy, or similar platforms).
- Basic knowledge of computer hardware, operating systems, software applications, and network troubleshooting.
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple tasks effectively.
- Strong analytical, problem-solving, and documentation skills.
- Familiarity with ITIL framework is an advantage.
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
- Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft certifications) are a plus.
Skill Set Requirements
Technical Skills :
- IT Service Management (ITSM) knowledge (Incident, Request, Problem Management)
- Ticketing system management (ServiceNow, Jira, Remedy, Freshservice, etc.)
- Hardware & software troubleshooting
- Operating system support (Windows, macOS, mobile devices)
- Basic network troubleshooting (LAN, Wi-Fi, VPN, DNS, connectivity issues)
- Microsoft 365 / Office 365 support (Outlook, Teams, Word, Excel, PowerPoint)
- Active Directory (AD) and user account administration
- Remote support tools utilization
- Knowledge base documentation and technical writing
- Understanding of ITIL framework and service processes
- Customer Service & Communication Skills
- Excellent verbal and written communication
- Customer-centric mindset
- Professional phone, email, and chat etiquette
- Active listening and empathy
- Ability to explain technical issues in simple language
- Handling difficult customers with professionalism
- Strong follow-up and customer ownership
Analytical & Personal Skills:
- Problem-solving and troubleshooting ability
- Analytical and critical thinking
- Attention to detail
- Time management and prioritization
- Ability to work under pressure
- Multi-tasking capability
- Teamwork and collaboration
- Adaptability and willingness to learn
- Ownership and accountability
- Continuous improvement mindset
